Troubleshooting: Mobile reader not working

Problem

Your mobile card reader is not working.

Solution

There are many possible reasons why your mobile card reader may not be working. Review the following scenarios to see if any of them apply to you:

Reason mobile card reader is not working Explanation and resolution
You are using the browser version of WellnessLiving The uDynamo mobile card reader is only compatible with mobile devices using the Elevate Staff App. Open the Elevate Staff App, and if necessary, configure the card swiper port.
Mobile card reader is not completely connected to your device Ensure the reader is properly connected to the headphone jack or lightning port (depending on the reader model).

If you have a case on your mobile device, this may be interfering with the connection between your mobile device and the reader. Take off the case and try again.

Mobile device settings are incorrect Ensure that your mobile device has:

  • A fully charged battery.
  • The Bluetooth turned on.
  • The microphone turned on.
  • The volume increased to its maximum capacity.
Card is being swiped too quickly or too slowly If you are swiping too quickly or too slowly, the reader will not work. Try adjusting your swiping speed.
Card is not supported by mobile card reader Debit cards with EMV (chip and PIN) are not supported and cannot be processed via swipe. Select another payment method.
Mobile card reader was not purchased from WellnessLiving Mobile card readers that are not purchased from WellnessLiving may include firmware or encryption that prevents the reader from working. Even if the reader bought from a third-party is the same model we sell, we cannot guarantee compatibility with any reader not purchased directly from us.
Mobile card reader is defective There are Magtek test apps for both iOS and Android that verify whether the reader is functional:

If it is determined that the reader is defective (the test apps are not working) and you purchased the reader from WellnessLiving, we can arrange for a replacement.

Elevate Staff App settings are not configured correctly

(iOS only)

The app may be set to the wrong connection type. For example, if the reader uses the lightning port but the Elevate settings are set to Headphone Jack, the reader will not work.

Follow these steps to check the Elevate Staff App’s settings:

  1. Tap the More
  2. Under Profile, tap Card Swiper.
  3. Select Lightning Port or Headphone Jack depending on your reader connection.
  4. Tap Confirm.
Elevate Staff App cannot access the mobile device’s microphone

(iOS only)

The Elevate Staff App might not have access to the device’s microphone. To check this, open the Settings app, tap Privacy, then tap Microphone.

  • If the Elevate Staff App does not have access, you must give it access and then reboot the device for this change to take effect.
  • If the Elevate Staff App does have access, other apps may be overriding Elevate’s microphone access. Try disabling microphone access for other apps, then reboot the device.

If none of the scenarios above are causing your problem, refer to the manufacturer’s documentation for your mobile card reader:

  • iDynamo (user manual)
    • Used by Paragon (formerly Direct Connect) customers.
    • Connects via the lightning port on iOS devices.
  • uDynamo (user manual)
    • Used by Paragon (formerly Direct Connect) customers.
    • Connects via the headphone jack on Android or iOS devices.
  • aDynamo (user manual)
    • Used by NMI customers.
    • Connects via the headphone jack on Android or iOS devices.

If you are still having trouble, email support@wellnessliving.com with a screenshot of the error message and a description of the problem.

If you are exchanging a mobile card reader, contact one of the following based on your payment processor:

Payment Processor Contact Information
Paragon (formerly Direct Connect) Customer Support at Paragon

Phone: 1-800-884-5208, option 1

Email: customercare@paragonsolutions.com

Argus Merchant Services Merchant Processing at WellnessLiving

Phone: 1-888-668-7728

Email: merchant@wellnessliving.com

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